The full-time visitor experience coordinator’s primary responsibility is to enhance visitor experience, deepen student engagement and expand access to the museum as a community resource. The Visitor Experience Coordinator (VEC) works to provide a welcoming and positive experiences for all visitors and promote awareness of and access to the Museum’s collections, exhibitions, programs, and services both in the Museum and through related online platforms. This position is responsible for the successful daily operation of the Museum’s front-of-house services and amenities at the Visitor Experience Desk; recruits and supervises a team of 30 student Visitor Experience and Gallery Guard Staff who will provide high standards of customer experience while maintaining security for works of art on view. VEC works cross-departmentally to manage a successful employee training program. Work hours include weekend and evening hours to support public programs.

Responsibilities include but not limited to:

Establish and work to continually improve museum visitor experience (45%)

Ensure appropriate security, supervision, coaching, and modeling of behaviors that are consistent with exceptional hospitality on the museum gallery level at all times

Acts as an interdepartmental liaison to ensure exceptional service with a focus on the visitor experience, ensuring visitors who call or visit are attended to professionally and promptly and visitor concerns and complaints are resolved to their satisfaction and the Museum’s

Be present in the public spaces, directly observing the quality of the guest experience on a daily basis. Provide related insights and advocate for services and amenities on behalf of visitors, members, and other external constituents

Establish metrics and dashboards related to the guest experience, allowing for a common understanding of organizational performance over time. Coordinate prioritization and follow-up for areas of improvement

Demonstrated ability and willingness to collaborate with a wide range of stakeholders

3-5 years of customer service and supervisory experience

Experience working in a team based environment and managing multiple priorities

Superior interpersonal, facilitation, and public speaking skills.

Demonstrated strong project management skills.

Demonstrated leadership and management skills, with the ability to engage a diverse range of individuals in matters of vision and strategy, as well as day-to-day workplace issues.

Demonstrated sensitivity and awareness of issues relating to access and inclusion.

Able to take ownership of problematic situations using proper judgment to find possible solutions or alternatives. Leadership skills necessary for responding authoritatively under stress.

Proven ability to engage individuals of diverse backgrounds and experiences.

QUALIFICATIONS–preferred

Computer experience with Google Suite; Microsoft Office programs, Familiarity with museums database software, as well as new systems as required.

Passion for creating a world-class museum that is recognized for a truly outstanding guest experience.

Enthusiasm for working in an organization where change is frequent, structure is evolving, and flexibility, teamwork, and good humor are necessary.

DiversityThe University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.

Mission Statement

The Association of Academic Museums and Galleries is the leading educational and professional organization for academic museums, galleries, and collections. In recognition of the unique opportunities and challenges of its constituents, the AAMG establishes and supports best practices, educational activities and professional development that enable its member organizations to fulfill their educational missions.